Employee hasn't received their welcome email

Resend the welcome email again to the employee. If the employee still doesn't receive it, continue with the troubleshooting steps below.

Check that the employee's email address matches with their profile

Check you've entered the correct email address when you set up the employee for Sage HR Online Services.

We commonly see customers overlooking a small typo, or an employee is checking the inbox of their alternative email address.

TIP: Copy the email address in their Sage HR profile, then check whether a test email sent outside of Sage HR arrives to the employee's inbox. If they don't receive an email from you this may indicate you've not noticed an error with the email address.

Email address is wrong

Employee checking wrong inbox

If the employee is checking the wrong inbox, get them to check the correct one. If the welcome email is still not there, check their junk folder again, and then complete the rest of the troubleshooting steps outlined below.

Email address is correct

Check email notifications is enabled

Within Personal settings of the employee's profile, the same place you resend a welcome email from, make sure Send notifications by email is ticked.

If it isn't ticked select it, click Save, then resend the welcome email. If still no welcome email arrives continue with the troubleshooting steps below.

Check junk or spam folder

Reset password

There is a chance the employee already has a Sage account under the email address you used for them. For example, if they worked for another employer that also used Sage for payslips, and used the same email address, they would've created a Sage account when that employer sent them a welcome email. This means they may not even need a welcome email to be able to log in to your company after you add them.

See what happens when they log in using their existing Sage account password. If they can't remember what this password is, ask them to reset it.

Not receiving a password?

If they aren't receiving a password reset email, this probably means they don't have a Sage account yet and need the welcome email first. Continue with the troubleshooting steps below.

Check email security

Check that your employee's email security doesn't block the following email addresses:

Further troubleshooting

After ensuring that you have done all the checks above, if your employee still doesn't receive a welcome email follow the steps below.

Terminate the employee's profile.
Delete the terminated employee.

NOTE: These steps don't affect Sage 50 Payroll.

Now the employee has been deleted in Sage HR Online Services, re-add the employee to see if that sends the welcome email.

You should trying re-adding the employee by uploading their payslips from Sage 50 Payroll, then if that doesn't work, terminate and delete them again and try re-adding them by manually creating them in Sage HR Online Services.

Follow the steps below.

Re-add employee by uploading payslips

Add the employee via uploading historical payslips from Sage 50 Payroll and check whether the employee receives their welcome email.

TIP: If the employee doesn't have any historical payslips, upload a 'dummy' payslip - This uploads a fake 1p payslip to be deleted later, just so your employee is added into Sage HR Online Services immediately.

This sends a welcome email to the employee from [email protected]. Check with your employee that they have received it.

If the employee still doesn't have the welcome email, and it isn't in their junk folder, then follow the steps in the next section to re-add the employee manually instead.

Re-add employee by manually adding the employee

If the employee still hasn't a received a welcome email after re-adding them via Sage 50 Payroll, follow these steps:

Repeat terminating and deleting the employee.
Then manually add the employee in Sage HR Online Services.

Make sure Send welcome email is selected.

Once added manually, as long as the email addresses match, your employee's profile will link to their record in Sage 50 Payroll when their payslips are uploaded.

This sends a welcome email to the employee from [email protected] . Check with your employee that they have received it.

If the employee still doesn't receive their welcome email, then it is their email security blocking the welcome emails. Please resolve their email security or request they provide an alternative email address to be set up with for Sage HR Online Services.